IAG Delivers a Frictionless and Connected Customer Experience

IAG has revamped its customer engagement efforts to support its plans to be a digital-first business. The company wanted to create world-class experiences for customers and employees and transform the way it interacts with customers in an increasingly digitally-driven and interconnected world.

With its workforce supporting 14 brands operating across five countries, IAG is Australia’s and New Zealand’s largest general insurer. The company has various policy and claims platforms, as well as multiple customer relationship management systems, making it difficult to create a cohesive and seamless customer experience irrespective of the customer’s specific brand, product, or channel of engagement.

The company is pioneering the now, next, and future state of insurance to keep pace with the phenomenal changes brought about by the digital age and industry disruption. At the forefront of this initiative are the company’s efforts to provide inspired, personalised, and frictionless customer experiences.

Leveraging Verint Workforce Engagement technology integrated with its systems of record, IAG developed “ORBIT.” ORBIT is a consolidated customer engagement platform supporting a frictionless and connected experience across its brands, products, and customer touchpoints, in turn helping to eliminate disjointed customer interactions and transfers.

The system provides a full view of the customer and their insurance relationships, with contextual information to simplify customer interactions and streamline customer engagement processes.

Digital once accounted for just 10 percent of all interactions with IAG customers. Digital channels now account for roughly 50 percent of all customer interactions.

“This would not have been possible without the customer engagement platform we have today,” says Nicole Shobrook, Executive Manager of digital at IAG. “Powered by Verint, the platform has enabled us to simplify and continue to digitise our business.”

IAG now supports more than 75,000 online self-service visits weekly. By enabling customers to access information and transact business online, IAG has seen a dramatic impact to its annual phone and in-branch transaction volumes.

With a full view of the customer relationship, IAG can hold rich customer conversations via intelligent messaging based on predictive analytics, which facilitates improved agent interactions in the insurer’s contact centres, branches, kiosks, and digital channels, Shobrook concludes.

“ORBIT, with all of the Verint technology under the covers, gives us a powerful tool we never had before, with enormous intelligence about our customers, products, and interactions. It is crucial to helping us execute on our simplification and digitalisation journey.”